Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow of a recession hanging over the economy, with a cost of living crisis that is affecting many households and especially…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits, it is likely to prove a challenging year for individuals…
There is an opportunity to make 2023 the year of service
It has been another challenging year for organisations, full of unpredictability, volatility and rising cost pressures. As we come to the end of 2022, worker discontent is everywhere we look, with more strike actions underway or pending than we have…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges ahead, and it’s clear that we are entering into an…
Defining leadership
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them, staff look to leaders to provide clarity and direction, while…
Reflecting on the service and leadership example set by Queen Elizabeth II
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense of duty and an unmistakable humility and grace.  I have…
Don’t delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…